Divya Kanike

Exhibited end-to-end ownership of every ticket raised while employing proactive problem-solving techniques.

• Demonstrated clear and professional written communication with Sellers.
• Provided prompt service, escalating issues appropriately to ensure swift resolution.
• Maintained positive demeanor, effectively managing sensitive issues while representing company values.
• Utilized excellent time-management skills to work independently within departmental policies and procedures.
• Contributed to positive team dynamics, assisting colleagues with challenging contacts as necessary.
• Achieved performance metrics in quality, productivity, first contact resolution, and attendance.
• Sought solutions through logical reasoning and data analysis, identifying trends for process improvement.
• Conducted data analysis to identify trends for process improvement and solution implementation.

• Offered recommendations to improve the company's recruitment strategies and processes.
• Informed job applicants of duties and responsibilities, compensation, and benefits.
• Provided guidance to new hires regarding onboarding process, company policies.
• Selected qualified job applicants or referred to managers to make hiring recommendations.
• Scheduled or conducted new employee orientations.
• Conducted initial screening of resumes to identify qualified candidates for technical positions.
• Created a job application in Google Sheets as a database of candidates to access all employees for hiring.
• Developed and implemented strategic recruiting plans to source candidates through various channels, including social media, job boards, and networking events.
• Maintained database of established ongoing outreach efforts for qualified IT candidates to provide proactive approach to recruiting needs.

• Informed customers about special promotions and provided detailed information for various products.
• Responded to customer calls and emails to answer questions about products and services.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Demonstrated items to customers and created customer awareness, interest and sales.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Educated customers about billing, payment processing and support policies and procedures.

• Employed comprehensive benchmarks to establish and monitor customer service standards.
• Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
• Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
• Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
• Created customer support strategies to increase customer retention.
• Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
• Led and executed customer support team strategy to reach company support goals.
• Managed customer service effectiveness by monitoring performance and assessing metrics.
• Discovered and resolved complex customer issues to reduce negative impact to business outcomes.